Grace Polur Email & Phone Number

• Manage the Onboarding Team, with responsibilities including daily client outreach to facilitate the onboarding process, resolving client escalations, and delivering weekly metrics reports to provide insights into the.
• Lead Implementation Calls to review account setup/launch details with clients, and serve as the sole onboarding specialist for Scale (top subscription tier) clients who require robust account setups, private training.
• Facilitate weekly Onboarding Team meetings to analyze team metrics, review ongoing and upcoming projects, and address onboarding challenges and trends
• Produce training videos that highlight key features of the Sawyer platform to educate clients and reduce the number of platform-related questions received by the Onboarding and Customer Support Teams
• Host bi-monthly Training Webinars for clients to demonstrate platform best practices and address client inquiries, along with hosting in-depth platform discussions to enhances the Sales Team’s platform expertise
• Collaborate with the Product Design Lead on user research, interviews, and projects, resulting in the creation of assets such as the Personas Guide and User Research Hub

New York, New York, United States

• Owned a book of 35-45 projects that are at various stages of completion and managed project delivery by collaborating with clients, web designers, copywriters, and SEO specialists
• Led project launch calls, where understanding the client’s business needs, defining project scope, noting design/copy preferences, and setting expectations around responsibilities and due dates are of great importance
• Ran daily reviews of our web designers’ and copywriters’ work to ensure their work meets the client’s vision, B12’s standards, and web design best practices
• Actively offered product feedback and piloted new initiatives to turn client needs into project requirements, such as website copy editing to allow for more personalized website text
• Possessed a strong understanding of UI/UX principles as the result of reviewing web designers’ work and studying inspiration websites provided by customers and teammates
• Assisted in onboarding new team members (five Project Managers, one Team Lead) by leading themed training sessions, shadowing sessions, and roleplay activities

• Collaborated with the Patient Access Center Team in the implementation and testing of Salesforce software as part of a larger project for the organization
• Established newly acquired facilities with the Patient Access Center by creating scheduling scripts and distributing updated scripts to the appropriate departments to ensure organization-wide adherence to scheduling.
• Trained front-end users in Epic software and educated them in Faculty Group Practice (FGP) guidelines to maintain compliance to FGP standards and procedures
• Assisted the Implementation Team in preparing facilities for Epic software implementations by backloading patient charts, appointments, and orders
• Improved workflow in departments such as Orthopedics, Movement Disorders, Neurology, Pediatric Surgery, Urology, Pediatric Psychiatry, and Fertility through the enforcement of FGP guidelines

Trinity

• Facilitated the completion of peer reviews for Trinity’s AAAASF accreditation which allows for the facility to be recognized as one that maintains high safety standards
• Developed a guide for front-end staff which detailed how to solve various registration and customer service related problems
• Assisted the Operations Manager in the creation of a floor plan which accommodated 46 physicians for the facility’s newest wing
• Documented and coordinated the transport of biopsy specimens from the gastroenterology suite to laboratories to ensure efficient delivery
• Observed gastroenterology procedures and received daily lessons on vaccines and medical equipment to become familiar with clinical protocols